Frost Radar：2025 年拉丁美洲的 CXM 服務

Frost Radar: Customer Experience Management Services in Latin America, 2025

出版日期: 2025年04月25日 | 出版商:

Frost & Sullivan | 英文 33 Pages | 商品交期: 最快1-2個工作天內

價格

簡介目錄

基準化分析系統激勵主要企業－創新推動新的交易流程和成長管道

這款 Frost Radar(TM) 研究了拉丁美洲的 CXM（客戶經驗管理）狀況。本次調查僅包括外包服務，不包括內部和共享服務中心業務。它還包括在每個地區提供的服務以及從我們的拉丁美洲基地向海外國家提供的服務。

CXM 是更廣泛的業務流程外包產業的一部分。這是一種公司委託服務外包給外部供應商而非內部執行的商業模式。服務範圍從處理客戶互動和複雜的後勤部門流程到管理整個客戶生命週期中的消費者和品牌之間的整個關係。該供應商專門從事大量入境/出站客戶互動，包括客戶關懷、客戶維繫、客戶獲取、服務台、技術支援、收款以及面向企業客戶的電話行銷/電話銷售。

Frost & Sullivan 在選擇公司納入 Frost Radar™ 分析時考慮了多種因素。例如，當地市場存在、透過全面一致的行銷計畫提高品牌知名度、總收益、致力於創新、道德考量等。

Frost & Sullivan 在 Frost Radar™ 分析中獨特地從超過 200 個組織的分散市場中列出了排名前 19 的公司。 Frost & Sullivan 分析了某個行業內的大量公司。 Frost & Sullivan 對行業內的數百家公司進行分析，根據領導力或其他卓越表現選出需要進一步分析的公司，並根據 10 個「成長」和「創新」標準對它們進行基準測試，最後揭示它們在 Frost Radar(TM) 上的排名。它為 Frost Radar(TM) 上列出的每家公司提供了競爭概況，並討論了每家公司的優勢以及最適合這些優勢的商業機會。

This Frost Radar™ examines the Latin American customer experience (CX) management landscape. It includes outsourcing services alone, excluding operations performed in-house and in shared service centers. It encompasses the services delivered in each local market and those from Latin American locations to countries overseas.

CX management is a subset of the much broader business process outsourcing industry. It is a business arrangement in which a company contracts an outside supplier to perform a service rather than accomplishing it in-house. Services can range from handling customer interactions or complex back-office processes to managing the entire relationship between consumers and brands throughout the customer lifecycle. Suppliers specialize in dealing with high volumes of inbound and outbound customer interactions for customer care, retention, and acquisition; help desk; technical support; collections; and telemarketing/telesales for business clients.

Frost & Sullivan considered several factors for a company to be included in this Frost Radar™ analysis, such as local market presence; brand awareness through comprehensive, consistent marketing programs; total revenue; innovation initiatives, and ethical considerations.

In a fragmented market composed of more than 200 organizations, Frost & Sullivan independently plotted the top 19 companies in this Frost Radar™ analysis. Frost & Sullivan analyzes numerous companies in an industry. Those selected for further analysis based on their leadership or other distinctions are benchmarked across 10 Growth and Innovation criteria to reveal their position on the Frost Radar™. The publication presents competitive profiles of each company on the Frost Radar™ considering their strengths and the opportunities that best fit those strengths.